https://techcom.org.ua/en/tag/telecom/ Latest TechCom news and insights on enterprise IT solutions. UB CMS en Mon, 08 Jun 2026 06:07:47 +0300 https://techcom.org.ua/en/telecom/ai-voicebots-in-telecom-balancing-efficiency-and-customer-trust/ Mon, 08 Jun 2026 06:07:47 +0300 https://techcom.org.ua/en/telecom/ai-voicebots-in-telecom-balancing-efficiency-and-customer-trust/ <!-- wp:freeform --> <p>In the telecommunications industry, the implementation of AI voicebots in contact centers has become essential for optimizing operational processes. The growth in 5G subscriptions and network expansion, as projected by the Ericsson Mobility Report November 2025, presents new opportunities for integrating AI solutions. Simultaneously, increasing global losses from telecom fraud, estimated by the CFCA Global Fraud Loss Survey 2025 at approximately $41.82 billion, highlights the need for enhanced security and authentication measures. This creates an architectural challenge where AI voicebots can boost efficiency, but their deployment demands a careful balance between automation and maintaining customer trust.</p> https://techcom.org.ua/en/telecom/ai-assistants-for-contact-centers-from-chatbots-to-voice-ai/ Wed, 03 Jun 2026 09:28:30 +0300 https://techcom.org.ua/en/telecom/ai-assistants-for-contact-centers-from-chatbots-to-voice-ai/ <article> <p>Modern customer service is undergoing a fundamental transformation. What began as simple scripted chatbots capable of answering only basic questions has evolved into sophisticated artificial intelligence systems. Today’s AI assistants and Voice AI technologies are redefining customer support by delivering a new level of personalization, responsiveness, and operational efficiency.</p> <h2>A Shift in Architectural Paradigm</h2> <p>The implementation of modern artificial intelligence in contact centers is far more than automating individual processes. It represents a fundamental shift in architectural design. Modern AI solutions are deeply integrated into corporate information systems, CRM platforms, billing modules, and knowledge bases, becoming an essential part of business operations rather than a standalone add-on for a website or mobile application.</p> https://techcom.org.ua/en/telecom/ai-act-compliance-for-ai-communications-in-telecom/ Wed, 18 Mar 2026 09:03:45 +0200 https://techcom.org.ua/en/telecom/ai-act-compliance-for-ai-communications-in-telecom/ <!-- wp:freeform --> <p>In 2026, telecom operators face a dual challenge: the rapid development of AI communications and the need to adapt to new regulatory requirements, particularly the European AI Act. The urgency of this year is driven by the active implementation of the Act's provisions, which establish strict requirements for the transparency, security, and reliability of artificial intelligence systems. This demands that operators not only achieve technical readiness but also rethink their approaches to data management and cybersecurity. Ensuring compliance with the AI Act in 2026–2027 is becoming mandatory to avoid fines and preserve customer trust.</p> https://techcom.org.ua/en/telecom/ai-act-and-the-future-of-communications-challenges-for-voip-and-contact-centers/ Mon, 02 Mar 2026 14:46:23 +0200 https://techcom.org.ua/en/telecom/ai-act-and-the-future-of-communications-challenges-for-voip-and-contact-centers/ <p>National telecom operators face a challenge: the data required to launch AI projects turns out to be fragmented, inconsistent, incomplete, and lacks unified directories. Attempting to train AI models on such data yields poor results, making it impossible to implement intelligent systems to improve customer service efficiency or optimize the network.</p> <h2>Reason: Architectural Chaos and Lack of Data Governance</h2> <p>This problem arises from the historically formed OSS/BSS ecosystem, which for large telecom operators can consist of 15–25 systems of different generations. Each system (CRM, billing, network management systems, customer support systems) was created to solve its own narrow task, often without considering the need for a unified customer profile or shared directories. As a result, the exact same customer might have multiple records with different addresses, contact details, or even names, while data about services and tariffs are stored in disparate billing systems. This leads to a situation where the Customer 360 concept (a unified, comprehensive view of the customer) does not work, and the time-to-market for new tariff plans is limited by the need for manual data reconciliation between legacy systems.</p>